Conversation Scorecard Evaluator Result

The outcome of a single evaluator within a scorecard.

valuestring or null

The evaluator's selected value (typically a label such as pass, fail, or a category identifier).

Example:"pass"

value_labelstring

The label of the rating option matching value (for example Needs improvement). Omitted when the label could not be resolved.

Example:"Pass"

sourcestring or null

The origin of the result (for example, ai or human).

Example:"ai"

reasoningstring or null

A free-text explanation of the result.

Example:"The agent acknowledged the issue and resolved it within the same response."

reasonsArray of objects(Evaluator Reason)

The structured reasons chosen for this result. Omitted when none were chosen.

Example:

[
  {
    "name": "Clear and concise"
  },
  {
    "name": "Empathetic tone"
  }
]

other_textstring or null

Free-text entered by the reviewer to supplement or stand in for the structured reasons — typically captured when the reviewer selects an "Other" option or adds a custom note. Null when not provided.

Example:"Agent acknowledged the issue but missed the follow-up question about billing."

{
  "value": "pass",
  "value_label": "Pass",
  "source": "ai",
  "reasoning": "The agent acknowledged the issue and resolved it within the same response.",
  "reasons": [
    { … },
    { … }
  ],
  "other_text": "Agent acknowledged the issue but missed the follow-up question about billing."
}